Customer Ratings & Reviews

I have had Total Tech Membership for 3 years now- it hasn’t been awful until recently. I wish I could add photos to this review. I ordered a dryer to match the washer I had ordered a month prior- dryer was scheduled for install and the eve of the scheduled install I received an email from Best Buy ‘reminding me to schedule a delivery date for the new appliance purchase.’ At which point, I called total tech member line detailing the email to which they responded there wasn’t a scheduled delivery in place. Interestingly enough I received a reminder text that same day remaining me of the time slot and to make sure the space was prepped for their arrival. Long story short that dryer was not scheduled for delivery- so I rescheduled delivery and received a call from the driver they day of delivery and they said this was a two person job and they scheduled it on a one person route. SO, another reschedule- dryer gets delivered two weeks later. It has a steam function so I ordered the hoses to go along with the dryer. Driver informs me they sent him an empty box, no hoses. *I still have not received the refund for the accessory kit I didn’t receive or the refund on the install for the lack of install on that and the fact that their install work was the work of a toddler. When the drivers left I looked behind the dryer and could not believe the atrocious duct work. The ducting was flattened at the ends and pancaked. There was literally no way the air was going to escape the dryer to be vented. It seems an easy enough job but I paid someone else to do this and that’s what I thought would happen here. Their price match guarantee is also not accurate- I showed a better price on this dryer from Lowe’s even after delivery and they wouldn’t actually price match- they sent me two separate Best Buy gift cards and still was $50.00 under the price shown at Lowe’s. I opted for Beat Buy because I pay a yearly premium to be a total tech member. But it’s not really worth the $125.00 a year at all. I’m out a lot of time and work time due to scheduling blocks of time off to be here for the drivers who were never going to be here and the trips to the store. Prove me me wrong Best Buy

I have a 5-year-old monkey and a 15-month-old so when I bought my laptop 1.5 year ago, I had the mommy foresight to know that if need some kind of accidental coverage for my devices. I was talked into buying a total tech membership instead of regular AppleCare on the basis that I goodbye. One membership to cover all of my devices, Apple or Android and that I would have one single place to go to should I need a repair. So when I spilled Rock and mint tea all over my MacBook pro I immediately went to Best buy. They said they would be shipping my computer off to the service center and would let me know what my deductible would be for the repair. Today I get a notification that my device is ready for pickup, but when I go I'm told that I will need to take my device directly to Apple and pay them their deductible. But in addition, I now owe Best buy $30 for sending my device to their service center to diagnose that they couldn't fix it! Make it make sense!?! If you know that you can't fix liquid damage, why didn't the geek squad guy just tell me that initially instead of wasting over a week of my life and then telling me I owe them $30?! The math ain't mathing... Well, not for the consumer anyway!!!

My one star review concern a recent store experience and I have no other place or email to write this and complain. I am a second year Total Tech member and so far I've been pretty happy. Two days ago I went to the store to buy/order a new Samsung Galaxy phone. It was not in stock at the store, the associate placed the order for it to be shipped to my house. To my surprise the next day I got a delivery already, it came from another store, but it was an open box item and I paid full price! So I go back to the store 2nd time, wasting more time, standing in line to return that used/open box phone, wait in line again for the associate to place a new order. I specifically said, order it to be shipped to the store, since I don't want to have a pricey item ship to the house and then the package sits at the front door... So again, the phone was not in stock at the store, placed the order... Today I get an email saying the item is not available for pick-up at the store. Now I am beyond furious, I have to go back a 3rd time to straighten this out. Duh, I placed the order BECAUSE the phone was not available at the store. I am out of patience. While the tech support aspect of Total Tech is great, the experience I am having now is not.

My total tech membership was cancelled. I was buying lots of stuff at Christmas so maybe I misclicked something but it was unintentional. I have thousands of dollar of merchandise from them so no motive to cancel my coverage. I asked for it to be reinstated and that they could take any back payments due. Not that there should have been any because my membership was only cancelled in December. They said they it was not possible to reinstate. They did offer to sell me a new membership that covered nothing. That was a good offer because they would have made even more money from me, but I declined. I asked if a manager could review. They said none were available. Pretty clear that managers aren't there to help customers. They didnt even offer to have one call me back. No accounting for errors? BB clearly demonstrated that customers are just an inconvenience on the lustful road to profit. They did miscalculate that though. I used to spend thousands there. Now it will be 0.

So let me start out by telling you that I have almost always purchased all of my electronics from Best Buy and have spent quite a bit of money there over the few years. Within the last 2-3 weeks, I purchased $6k+ worth of electronics and other products, thinking I was still covered by total tech, since that’s what the salesperson & manager told me, when I had asked multiple times for verification. I purchased the total tech program when they first started it and was absolutely thrilled about the benefits that came with it! It was always automatically renewed every year using the card on file, so I never had to worry about due dates or loss of warranty, except this year. Looking back at older emails, I’ve always had my purchases/receipts emailed to me, but did not find any stating that they were unable to process this year on my card, nor did I ever have a notification from my creditor, stating that they denied a purchase from Best Buy’s Total Tech, especially since I’ve never not had available credit to use. My last purchase was a few days ago and when I mentioned that I had the total tech program and wanted to make sure all of my purchases were covered, I was told that they could not see it on the front end of my account, but see that the last few purchases were covered, but not this one. The salesman and manager at this location explained that they couldn’t see why, but to contact total tech, which I did. Spoke with total tech and they explained that emails were sent out, but I check all of my emails multiple times a day, and have never seen anything from them. They asked if I checked my spam, but why would I go looking for an email that I never knew existed? I was told it expired 1 day ago and they couldn’t renew due to terms and conditions, but I didn’t even know it was expiring, since my first large purchase this month, the manager and salesperson told me that I still had the program. This situation has put a seriously bad taste in my mouth. Best Buy has now lost my business, and I will definitely be spending my thousands of dollars on electronics elsewhere, due to this “unfixable” issue, 1 day after expiration.

I've attempted to use my total tech membership twice. The first time was the same day I had a new car radio installed. The radio had stopped working due to a blown fuse the same day it was installed taking away the climate controls on my vehicle. I contacted Best Buy Totaltech and after waiting on hold an excessive 30 minutes they were unable to do anything. The next day I took the car directly to the installation team at Best Buy and basically pushed my way into their schedule with absolutely no help or resolution from Totaltech. On the one year anniversary of this experience, without notice Best Buy Totaltech automatically renewed my membership charging my credit card. I noticed the charge on my bank account and called immediately to cancel the service and was told that a full refund could not be processed by the agent and the "Escalation Team" would be contacted on my behalf. I was informed that this process would take approximately two weeks. Almost directly after the call, instead of receiving an email confirming my cancellation request, I received an email congratulating me for renewing my membership.

I've had the coverage for 2 years and used it twice. Both instances, I was not satisfied. First time was for a Dell XPS diagnostic issue, the tech guy was online working on the computer but halfway through we lost connection and he never called us back or got back on line, so that was a boooo. The second time was for replacement of the back glass of a iPhone 14 Pro Max, purple. I made an appointment to bring the phone in and I tried numerous times to get in contact with the store and every time I would end up with someone out of the state. My intention was to get the phone fixed but needed to confirm that the store had the purple back glass so we can avoid leaving the iPhone behind. Basically, I was asking for them to preorder the purple back glass before hand if they did not have it in stock.

My experience with this Best Buy total tech been ridiculously useless. I purchased an LG dishwasher and used Best Buy team to fix as this stopped working after year and half. When I called Best Buy, ofcourse after 30 minute of wait I got hold of someone but that person was very incompetent and took me significant time to confirm I have the protection and also I actually purchased from Best Buy. Now the Best Buy team want to charge me 79 dollars for the trip to home as protection does not cover it. Also, one bothersome thing was the person was getting calls on Skype and was putting me on hold for long time in the middle of conversation. I felt neglected or unimportant for sure. Anyways, it was just ridiculous experience and I would say, this is a useless service. And overall team response time is awful long. I would given negative rating if I had the option.

Was a total tech member for the past 2 years. Just cancelled it today. WHY? After The two-year coverage expires on your appliances, you then are no longer covered by the total tech membership coverage. Rather, you can pay an additional monthly fee to extend coverage on EACH appliance (pay for coverage for each SEPARATELY). I was given the option by the guy I talked to on the phone for a geek squad protection plan for a couple years, but that is extremely costly and you have to pay FOR EACH APPLIANCE! No thanks! I did call tech support once for my washer last year. False, deceptive advertising. Supposed to be 24/7; however, that’s only to SCHEDULE AN APPOINTMENT. NOT FOR LITERAL 24/7 over the phone support. I called Samsung support and got the problem resolved—AT NO CHARGE TO ME. Total Tech Support is JUST NOT WORTH IT. And, judging by the other negative reviews I’ve read on here today, looks like I have lots of company.

I had the worst possible experience with my dishwasher. It was a lemon. Luckily the numerous repairs the first year were covered but the second year I found out I had to pay for all parts and repairs. But then two different Total Tech employees told me I qualified for a replacement. It sounded too good to be true and it was. The next two calls and employees gave me various reasons that wouldn’t happen and every single person had different and new reasons on why or why I wasn’t eligible and eventually I was in tears after two years of repairs then building me up I was getting a replacement and then tearing me down why I wouldn’t. Staff is not well trained and I am left with a non functioning dishwasher. I am cancelling Total Tech.

I was a total tech advocate until the new program gutted the program. I will not be renewing under the new program. Everything of value has been removed. Installation, removal Install even if it were purchased elsewhere, fee home visits. Now when you buy a 2000 TV you have to pay to have it installed, so why not just go to Amazon? My best guess is that most members will quit when they realize what they have lost.

I started out paying $200/year for someone to come to my house and help me with my tech issues. Less than 6 months into my membership, I got a message saying they will no longer come out to my house. I must chat with an agent or go into the store for an appointment now. Well, I started a chat with an agent tonight to simply free up some disc space for me. One hour later, and I've received zero help. Each time the agent responds, it's 2-10 minutes to send me a partial sentence. Definitely not getting a benefit from this.

Best Buy tech support is a joke. After you pay the membership, you will be sitting on the phone for hours and no one pick up the phone. Schedule someone to come out, one tech said after 3:30 pm he’ll be at the house, you get a text at 7:45pm that he’ll be there (no phone call). Another one said be there from 3:00pm - 7:00pm, he’ll call at 1:59 and say will be there at 2:20pm, the same tech also said, it’s an all day appointment so someone need to be there all day. Hello??? It says 3:00-7:00, he still say no it’s an all day appointment. Basically you pay for jokers that play around and not solving problems.

As a long time member of Best Buy, we usually purchased Geek Squad Services with our purchases, but we were convinced to try Totaltech and have since had to deal with nothing but lies and broken promises. The membership is not worth it, and they are now changing terms for the worse. Totaltech will save you money on some purchases, but if you're planning on purchasing the plan, make sure that you will make enough to cover the yearly cost because most of the other benefits come with major catches/loopholes, so you might be better off without the policy.

I scheduled an appt recently - and no one came. I've called back and chatted 3-5 times with different reps and they are saying there aren't any appts available. What kind of business is this? I've paid my money and not getting what I paid for in return. Horrible customer service. Please do better.

Will not be buying anything else from best buy. After being a member for 2 years they changed their policy and put in fine print that they no longer supported installation or removal for free. They increased rhe fee and removed the best services. Done with you guys.

To see the advertisement "we'll get your computer working like new" i want to scream! I have had Geek squad come to my house, I have chatted, called and taken my computer to Best Buy and my computer is SO SLOW. It took 30 minutes to bring up the website to write this review! And now they want me to bring it in again! I have been dealing with this for probably 2 years and have gotten no where.

They make it impossible to cancel and then just keep charging you every year.

I am extremely disappointed with my totaltech plan. Recently, my laptop stopped working. Since "data backup or transfer" and "level 1 data recovery" is part of my membership, I decided to start with Best Buy. I even removed the hard drive for them. All I wanted was for the data on my computer's hard drive to be transferred to an external hard drive (which I provided them with). Seems simple enough right? Well, a guy working the front (who didn't seem to know what he was doing), walked my hard drive to the back room. They spent about 5 minutes "testing it" and sent it back up and told me the files are "unrecoverable". I left the store and didn't have a good feeling that they actually took the time to try or took me seriously. So I took the hard drive to CPR (cell phone repair) for a 2nd opinion. Within the day they were able to SUCCESSFULY transfer all of my files to the external hard drive. So much for the files being "unrecoverable". I asked the CPR tech if he did anything special to recover the files or what he used to transfer them. He told he didn't have to do anything to recover and used an M.2 enclosure. He actually recommended if I ever needed to do this again in the future, he would recommend getting my own online (since it is cheaper). THAT IS ALL THEY NEEDED TO FIX THE PROBLEM...a simple M.2 enclosure. How best buy couldn't do this transfer is beyond me. A representative from the store actually called yesterday to follow up on the service. I told him about my experience and all he said was "well thank you for this information, we need to check our M.2 to make sure it is functioning properly". Well... that doesn't help the $140 I had to spend at CPR for services that BEST BUY should've been able to provide under my totaltech. So much for paying $200 a year. I am in the medical field and can't imagine saying to a patient, "oh sorry, I guess my equipment didn't function properly". The entire experience made me feel like I was being blown off, and turns out I was right, that it was a simple fix. Obviously I will not be renewing if they can't even perform a simple data transfer. I've spent thousands of dollars at best buy and will be purchasing tech elsewhere moving forward

Customer service via phone is the worst.. they have no clue what they are doing..